Customer Service Survey
1. How satisfied are you with the agency's facilities, including your ability to access the agency, the office location, signs, and cleanliness?
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very satisfied
NA - Not Applicable
2. How satisfied are you with agency staff, including employee courtesy, friendliness, and knowledgeability, and whether staff members adequately identify themselves to customers by name, including the use of name plates or tags for accountability?
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very satisfied
NA - Not Applicable
3. How satisfied are you with agency communications, including toll-free telephone access, the average time you spend on hold, call transfers, access to a live person, letters, electronic mail, and any applicable text messaging or mobile applications?
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very satisfied
NA - Not Applicable
4. How satisfied are you with the agency's Internet site, including the ease of use of the site, mobile access to the site, information on the location of the site and the agency, and information accessible through the site such as a listing of services and programs and whom to contact for further information or to complain?
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very satisfied
NA - Not Applicable
5. How satisfied are you with the agency's complaint handling process, including whether it is easy to file a complaint and whether responses are timely?
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very satisfied
NA - Not Applicable
6. How satisfied are you with the agency's ability to serve you in a timely manner, including the amount of time you wait for service in person?
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very satisfied
NA - Not Applicable
7. How satisfied are you with any agency brochures or other printed information, including the accuracy of that information?
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very satisfied
NA - Not Applicable
8. Please rate your overall satisfaction with the agency.
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very satisfied
NA - Not Applicable
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